on 11-08-2021 21:29
For some reason, this afternoon the mailbox for the secondary account has become unavailable.
Nothing has been changed, username and password not changed, just email now not working.
Email appears to be the only thing I cannot find a support option for.
Primary mailbox is still good, it's just the secondary.
Live chat was just a bot and no help at all.
Help?
Thanks
Stu
Answered! Go to Answer
on 12-08-2021 08:35
Hi stuu3270,
Thank you for posting on the Community Forums.
I'm sorry to hear you've been struggling to access one of the secondary email accounts you have with us, I'll be more than happy to help look into this for you. I'll pop you over a PM now so I can take some details and clear security 🙂
Thanks
Beth
on 11-08-2021 21:52
@stuu3270 I know that this will sound like a cliche, but try changing the password for the secondary account concerned. It has worked for others posting with similar issues.
Sign in to My Virgin Media, go to My Profile and/or Manage Accounts depending on whether the account concerned is your primary account or an additional one. Select the account concerned and then click on Change to the right of password if a primary account or View/Change then change to the right of password for secondary accounts.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
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on 11-08-2021 21:56
Thanks. I changed the password for the secondary log in (which I assume is also the same for the mailbox).
I'll go in via the route you suggest and see if that helps.
Thank you.
on 11-08-2021 22:08
Didn't work.
on 12-08-2021 08:35
Hi stuu3270,
Thank you for posting on the Community Forums.
I'm sorry to hear you've been struggling to access one of the secondary email accounts you have with us, I'll be more than happy to help look into this for you. I'll pop you over a PM now so I can take some details and clear security 🙂
Thanks
Beth
on 12-08-2021 08:38
Thank you.
on 12-08-2021 09:27
Hi stuu3270,
Thanks for chatting with me over PM, glad to hear you're now able to access your mailbox.
In answer to your question about what caused the account to be locked out: this happens as a security measure when the account is flagged for spam activity - but can also be triggered by legitimate activity from time to time.
If you have any concerns, we would advise to reset the mailbox password to ensure that the account is secure. To go the extra step, you can also reset your security questions and answers on the account.
Let us know if you need help with anything else!
Beth
on 12-08-2021 09:30
Reporting on this forum is the best way?
on 12-08-2021 11:42
You're more than welcome to contact us from here if you ever have any further problems with your email or anything else.
The forum is best suited for more complex and technical related issues, however should you require immediate assistance, we recommend calling us instead on 0345 454 1111 / 150.
Regards
Beth